Evaluate most important support indicators to measure business performance of a call center

If you have ever gone through a call to customer support service or a sale department of a company you know what it means to talk to incompetent or impolite operators. This is not just a waste of time. It is very difficult to master your emotions and ask your initial question for the fifth time. As a rule such calls end up abruptly – you simply hang up.

So let’s talk about specific nature of call center business and major factors that influence its performance. First, it needs saying that a call center is the face of your company. Your potential customer will never see company management in person (except for VIP customers). So, when a person dials number of a call center he forms his judgment about the company by his first conversation with a call center operator. If he does not like something about his call he would never buy from this company ever again, or what is worse, he might refuse services of a company and go to competitors.

Theoretically, your call center may scare all potential customers off. A call center that works inefficiently is a disaster. Thus, if you want to have consistent profits, you need to make sure that your call center works just perfectly.

In order to evaluate overall performance of a customer support center (call center) you need to evaluate support indicators, or key performance indicators if we are talking in general business terms. These key performance indicators influence performance of a call center, attitude of customers to your company, organization climate in your business etc.

Evaluate most important support indicator

Evaluate most important support indicator

Use support indicator evaluation in business assessment

Use support indicator evaluation in business assessment

Supports indicators are not numerous. There are certain factors that need to be taken into account in order to make sure that your call center is doing OK. So, let’s review the most important of them. And, yes…it needs saying that in order to effectively evaluate KPIs in call center business one should definitely use Balanced Scorecard system. This is a very efficient business evaluation tools used by thousands of managers all over the world. So, what KPIs will Balanced Scorecard system evaluate in case of call center metrics?  We will name two most important factors.

Cost per call. This is the cornerstone of a call center business. If calls are too expensive then you inefficiently invest funds in the work of a call center. Balanced Scorecard system will evaluate this KPI for you to take counter measures.

Customer satisfaction. This is one of the most important factors. In fact, a customer should be 100% satisfied with the call, otherwise you may lose money.

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